Fusion Practices focuses on the delivery and support of service, and value to the business, users, and customers. Our support model provides comprehensive support for all the functions across Finance, Procurement, HR system and its configuration components.
Ours is an integrated support model that focuses on enhancing the customer’s team with the application knowledge, taking ownership for resolving issues and at the same time working together as one team which has proven to be efficient and effective in our previous support contracts. Our experience ensures that the customer’s tickets and issues are taken up on priority and resolved at the earliest.
Fusion Practices Support Model
Fusion Practices support model provides comprehensive support for all Information Technology Infrastructure Library (ITIL) functions across all components and including escalations to Oracle, the application vendor. We follow an ITIL approach into 3 main pillars:
- The service desk (a single point of contact for end-users),
- Technical & functional teams (Configuration, reports, integrations),
- Applications & IT ops team – minimising the possibility of technical teams solving password reset requests and ultimately achieving increased client satisfaction through efficient and controlled methodology.
Fusion Practices Managed Support offering across Oracle Cloud Financials, HCM, PAAS and EPM provides our customers with a highly accessible interface. Moreover, it has a unified command & control outsourced service which provides Functional and Technical support. To ensure a seamless service, the support level is diversified and the roles and responsibilities are demarcated as: